Customer Service Differentiation and Alignment
Do you know your levers for creating customer value?
Are you facing pressure to achieve service contract renewal with no clear strategy on how to accomplish it? Why offer “Platinum,” “Gold,” and “Silver” contracts when there’s little differentiation on how they’re served? Yes, you can speak in terms like “world-class” and “superior customer service,” but if they’re just empty words, customers will certainly notice.
The trouble is, middle managers and team leaders struggle to balance operational efficiency with genuine strategic focus. There are no clear priorities, and when asked, individuals may have very different answers as to what those priorities should be.
Lastly, your previous improvement efforts failed to reach their potential ROI. That’s because they simply did not address all the hard and soft factors that lead to success.
Are you experiencing this?
- A one-size-fits-all service model—no differentiation between customer or services priorities
- Middle managers and team leaders struggle to make effective and consistent day-to-day operational decisions
- Project proliferation—lots of projects get started, few get completed and nobody knows which one is more important
- General lack of clear priorities—when asked about the strategic priorities in the business, every manager comes up with a different set of answers
- Terms like “world-class IT” are being used, but few people can describe what that actually means
We have 50+ years of experience in improving business performance. We have created a diagnostic approach that identifies how to effectively increase Customer-Lifetime-Value from both a revenue and cost perspective.
Our proven five-phase approach helps you assess your strategic environment. It allows you to “define your future” and demonstrates how to compete most effectively. It also sets strategic priorities with a plan to execute them.
This custom-designed approach is a powerful vehicle for your service leadership team to clearly articulate and agree on the key challenges and opportunities. It identifies the drivers of Customer-Lifetime-Value and helps you understand the strategic questions that determine the focus and direction of your service organization.